Global Support Services Director

4 days ago

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Description

• We are seeking a highly skilled and experienced Global Support Services Director to join our team. • The successful candidate will be responsible for transforming our current support services into a cohesive, global support organization. • This role demands a process-driven individual who values service delivery management, issue and incident management, and is adept at using KPIs and metrics to drive performance and improvement. • The role is global, and will require some flexibility around time zones. • The Support Services Director will report directly to the Chief Service Delivery Officer and be a key member of the Services leadership team, working alongside the regional Professional Services Directors.

Requirements

• Minimum of 8-10 years of experience in B2B SAAS or software support services or a similar role, with at least 5 years in a leadership position • Proven track record of developing and managing a global support organization • Strong understanding of service delivery management and issue/incident management frameworks • Experience in working with KPIs and metrics to drive performance • Demonstrated ability to engage with and manage teams and customers across different regional cultures • Excellent leadership, communication, and interpersonal skills • Ability to work effectively with cross-functional teams • Ability to work flexibly with teams across multiple time zones • Experience with ERP-integrated vendor software an advantage

Benefits

• Work Location: Home Office – we will consider applications from different locations within the United Kingdom • Bonus scheme entitlement • Pension scheme • Microsoft support and training – certification incentive bonus scheme